Online Customer Service Report
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Transcript of Online Customer Service Report
![Page 1: Online Customer Service Report](https://reader036.fdocuments.in/reader036/viewer/2022092622/5876a4b81a28abd6508b5eab/html5/thumbnails/1.jpg)
Flight Delay / RTA / Liability May 2016
Monthly Online Customer Service Report
![Page 2: Online Customer Service Report](https://reader036.fdocuments.in/reader036/viewer/2022092622/5876a4b81a28abd6508b5eab/html5/thumbnails/2.jpg)
Social Media Customer Service Summary
Key Points
Total Messages Previous Month
Positive Messages
Previous Month
Negative Messages
Previous Month
233 26% 208 31% 14 40%
• Data below shows messages received to Facebook, Twitter and Feefo
platforms last month
• Positive are messages down andnegative messages up on previous month
• Mainly because total messages received down
• 233 messages received across all platforms – 89% positive
![Page 3: Online Customer Service Report](https://reader036.fdocuments.in/reader036/viewer/2022092622/5876a4b81a28abd6508b5eab/html5/thumbnails/3.jpg)
Messages received
Platform Breakdown
Feefo
14%
3%
83%
Detailed Information
Positive Messages Negative Messages Questions/General
58% 15% 27%
67% *33% 0%
95% 5% N/A
*Only 6 messages received through Twitter, so only 3 negative.
![Page 4: Online Customer Service Report](https://reader036.fdocuments.in/reader036/viewer/2022092622/5876a4b81a28abd6508b5eab/html5/thumbnails/4.jpg)
Feefo Breakdown
Key Points
• Overall client rating: 95% • Bott & Co Feefo requests sent: 734 • Client responses received: 138 (19% of all sent out) • Average Bott & Co response time: 16.6 hrs
![Page 5: Online Customer Service Report](https://reader036.fdocuments.in/reader036/viewer/2022092622/5876a4b81a28abd6508b5eab/html5/thumbnails/5.jpg)
Positive Feefo Responses
Feefo Quotes
![Page 6: Online Customer Service Report](https://reader036.fdocuments.in/reader036/viewer/2022092622/5876a4b81a28abd6508b5eab/html5/thumbnails/6.jpg)
Feefo Responses
Feefo Quotes
![Page 7: Online Customer Service Report](https://reader036.fdocuments.in/reader036/viewer/2022092622/5876a4b81a28abd6508b5eab/html5/thumbnails/7.jpg)
Google Click-Through
• Bott & Co have a 4.6 star Feefo rating on Google • Helps with click-through rates and therefore web traffic • Other top ranking competitors don’t have star rating